Knowledge Base File

You can provide Emplifi Ratings & Reviews with a tab-delimited text file of articles from an existing knowledge management tool for an initial import.

The Instant Answers feature provides shoppers with possible matches to their search from relevant content but can also display relevant articles from the store. Providing a comprehensive set of articles for Emplifi Ratings & Reviews to show in search results is an excellent way to reduce customer service questions.

Knowledge base file specifications:

Single tab-delimited text file
Header line must be included
Text fields must be surrounded by double quotes
Multi-value fields must be comma-separated
Multi-line values are allowed
Double quotes inside values must be escaped by being doubled (for example, escape " by using "")
Some HTML is supported in the body: paragraphs, bold, italics, underline, and hyperlinks.
Required values are indicated below

To have the file validated and imported, submit a support ticket with the file attached. After the articles are imported they will appear under Article Management for site managers and moderators.

Supported Data Fields

Header	Header Required	Value Required	Description
TITLE	Yes	Yes	This is the subject of the article. While titles can technically be very long, consider that titles are displayed in a large font by default so they should be descriptive but kept short for display purposes. You can provide a title in the form of a question to be consistent with Q&A or use a declarative statement to be consistent with product reviews.
BODY	Yes	Yes	This is the detail of the article. Some HTML is supported in the body: paragraphs, bold, italics, underline, and hyperlinks.
SKUS	No	No	If one or more product SKU is specified, the article will only be eligible to appear in search results for those respective products. SKU names must be an exact match to the catalog feed.
BRANDS	No	No	If one or more brand names are specified, the article will only be eligible to appear in search results for products assigned to those brands. Brand names must be an exact match to brands provided in the product catalog feed.
CATEGORIES	No	No	If one or more product categories are specified, the article will only be eligible to appear in search results for products assigned to the specified categories. Category names must be an exact match to category names provided in the product catalog feed.
PUBLISHED	No	No	Sets the publishing status of the article after import. Valid values: `Y` or `N`.
SEARCHTERMS	No	No	Keyword tags that further help the Emplifi Ratings & Reviews search engine to surface the article for relevant searches.
EXTERNALID	No	No	If you are exporting articles from another system, include the ID of the article from that system. This will make it possible to submit updates to articles that have been imported before.

Example

For your reference, the following is a sample Emplifi Ratings & Reviews Format Knowledge Base file:

XML

TITLE	BODY	SKUS	BRANDS	CATEGORIES	PUBLISHED	SEARCHTERMS	EXTERNALID
How long does it take to process an RMA?	"<p>RMA processing time may vary depending on the product and reason for the return. Generally it takes 2-5 business days once the RMA has been received and it meets the following criteria:</p>
<ul>
    <li>
    <p>The RMA number is clearly identified on shipping label or package.</p>
    </li>
    <li>
    <p>All original equipment, components, manuals, cables, documents, and packaging included in the return package in resalable condition.</p>
    </li>
    <li>
    <p>The UPC still attached to retail package.</p>
    </li>
    <li>
    <p>There is no physical damage to the product caused by you or shipping carrier.</p>
    </li>
    <li>
    <p>The product is not out of warranty when we receive it.</p>
    </li>
</ul>
<p>Note: Notebooks/laptops may take up to 2–3 weeks from the date the RMA is received.</p>"